About the job

Company Description

Global FPO offers high-quality outsourcing and consulting services designed to enhance operational effectiveness and provide 24/7 flexibility at lower operating costs. Specializing in accounting, tax return, bookkeeping, and payroll services, we serve as the back-office for small and medium CPAs across the US, Canada, UK, Australia, and EMEA. With over 12+ years of expertise, we employ a team of expert bookkeepers led by Indian CPAs, delivering customized solutions with a focus on growth and cost savings. We ensure smooth transitions into our services and prioritize data security and accuracy.

Role Description

We are seeking an experienced and client-focused Customer Success Manager (CSM) with a background in the outsourcing industry (preferred) and a strong understanding of international markets, including the USA, UK, and Australia. The ideal candidate will be skilled in upselling, cross-selling, and account management, with a passion for delivering exceptional client experiences.

Key Responsibilities:

- Manage and nurture relationships with international clients to ensure satisfaction and long-term retention.

- Identify and execute upselling and cross-selling opportunities.

- Act as the main point of contact for client accounts, ensuring smooth communication and issue resolution.

- Gather, analyze, and respond to client feedback to enhance service delivery.

- Maintain accurate and thorough documentation of all client interactions, updates, and processes.

- Develop and implement customer success plans that align with client goals and Global FPO's objectives.

- Conduct regular business reviews with clients to assess their needs, demonstrate the value of our services, and identify opportunities for growth.

- Collaborate with internal teams, including sales, operations, and service delivery, to ensure seamless client onboarding, service delivery, and issue resolution.

- Monitor client health metrics and proactively identify and address any potential risks or challenges.

- Stay up-to-date on industry trends and best practices in customer success to continuously improve our approach and service offerings.

Requirements:

- Bachelor's degree (mandatory).

- MBA or other relevant advanced degree (preferred).

- Proven experience in customer success, account management, or a similar client-facing role, preferably within the outsourcing/BPO/KPO industry.

- Strong communication and relationship-building skills.

- Experience working with clients in international markets (USA, UK, Australia).

- Strategic mindset with a proactive approach to client growth and retention.

- Excellent problem-solving and analytical skills, with the ability to identify and resolve complex issues.

- Strong organizational and time-management skills, with the ability to manage multiple priorities and deadlines.

- Proficiency in CRM software (e.g., Salesforce) and other customer success tools.

- Demonstrated ability to work effectively in a team environment and collaborate across departments.